ice Contact Center for Skype for Business

The only enterprise-class, native Skype for Business contact center product.

In a world where everyone is focused on connecting with others, your organization needs a way to stand out from the competition. ComputerTalk’s ice maximizes the benefits Skype for Business brings to your organization, by adding enterprise-class contact center capabilities.

Ways ice Cloud Contact Center for Skype for Business adds value

ice, intelligent communications exchange, cloud contact center is the only native Skype for Business contact center. It opens up channels of communication, so your customers, prospects, and partners can contact you in ways that are most convenient for them. As a native Skype for Business contact center, ice runs as a full member of the Skype for Business topology, so it can use your existing Skype for Business architecture. This means that ice can actually help simplify management and reduce costs associated with administering multiple environments.

ice Contact Center for Skype for Business extends the life of your existing PBX by adding new features. ice is certified to connect to various legacy PBX’s and IP-PBX’s, such as Cisco and Avaya, so the same contact center tools can be used in hybrid scenarios and migrations. Agents and administrators continue using the same tools they are familiar with throughout the migration.

Organizations using ice for Skype for Business can conveniently connect with members of the global Skype community. People can use Skype from their smartphones, computers, TVs, and game consoles, so they are a click-to-call away from contact centers powered by ice. By supporting these interactions in a structured contact center environment, organizations can further differentiate the communications experience for customers, prospects, and partners.

Skype in your contact center

Organizations that use ComputerTalk’s ice as their contact center solution can handle inbound voice and instant messaging conversations from Skype, today. These organizations can also provide customers with contact center presence information, as well as click-to-call using Skype options on their websites, custom apps, or social media profiles. Because ice is architected to be native to Skype for Business, ComputerTalk is able to seamlessly deliver Skype and Skype for Business calls directly to customers.

Benefits from using ice Cloud Contact Center for Skype for Business

Flexible deployment

ice offers the flexibility to be deployed as an on premises solution or a hosted solution in a PCI compliant cloud. Organizations can also deploy ice as a hybrid solution with Skype for Business on premises and ice in the cloud. Read more about flexible deployments on our blog.

Easy access

The large Skype community (over 300 million users) will be able to conveniently reach you with the click of a button.

Adding value through processes and applications

ice enables you to create custom contact center productivity applications and Interactive Voice Response (IVR) menus that make sense for you and your customers, helping you realize further cost reductions and efficiencies.

Seamlessly handle different methods of communication on ONE platform

Your agents can handle Skype and Skype for Business calls, Lync and PSTN calls, instant messages, and emails and Twitter using the same tools. More importantly, your customers can contact you using the method they want and are comfortable using - be it with the click of a button on a webpage, through the telephone, instant messaging, or email.

Huge cost savings

When you use Skype for Business and ice for contact center interactions, the cost of PSTN access and long distance connections could dramatically decrease.

Adding value through contextual interaction

Customers are able to reach you using the channel that makes the most sense. They can start a webchat session from a browser, troubleshoot a problem, escalate the webchat to a call with click-to-call, fill out and send paperwork, and more – context information is not lost.

Features

Every point of contact between your customers and your organization can have a large impact on people's perception of your company. An enterprise-class system can improve the communication experience between these two groups. ice offers your contact center, your users, and your decision makers several features.

What is ice?

ice is a contact center productivity suite, composed of modules that work together to provide a seamless communication experience. These components work together to give you full enterprise-class contact center functionality.

ice Journal

An integrated interaction viewer. Agents, supervisors, and administrators can look up recorded and in progress interactions, view contact history, and perform evaluations.

ice Monitor

A dashboard display of real-time information. This tool enables team leads and supervisors to perform simple contact center administration, such as managing queues, rerouting contacts, monitoring user performance, and creating custom alerts that pop up or are emailed.

ice Reports

Provides over 100 in-depth historical reports, equipping you with the data you need to make informed decisions and effectively strategize for the future.

ice BAR

A contact management tool for handling contacts. Using this module, agents can also view queue stats, pick up queued contacts, input reason for call codes, and access CRM information. Team leads and supervisors can silently monitor calls, reroute contacts, and enabling recording as required.

ice Workflow Designer

A powerful drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. Using this designer tool, you can create custom applications that support industry-specific business requirements and to integrate your collaboration and communication tools onto one platform. (Watch video)

ice Administrator

The administration portion of the contact center. Administering your contact center has never been easier – add or change user accounts, queues, teams, connection addresses, all on one interface.